IceCasino - Player’s withdrawal has been delayed.

Hi it’s been over 7 days since the casino processed my request. When i speak to support they tell me 

"payout is processing on the side of the external provider. We can't tell the exact terms of completion. If you wish, your transactions can be cancelled and recreated using another payment method, like: bank_transfers."

I asked them to cancel it and they told me that it would take a few hours. After 24 hours i contacted them again. The respons i got was 

"We have forwarded a request to the finance department, but received a response that it cannot be canceled:(" 

Since they have sent my money somewhere i asked for some kind of document proving that transaction but i was told i couldn’t get that document. 

Then i got this: 

"I understand you, but to explain how the payment system works, imagine that your withdrawal is a pizza. Our site is a pizzeria, so we have already baked your pizza and sent by the courier. The courier is getting late, but we can't tell for sure what has happened to him, so we are expecting the courier to deliver your pizza or to bring the pizza back to us. But I can ensure you that we will do our best not to keep you hungry for a long time."

As a respons to that i told them that it’s really good that i didn’t order a pizza from them since i would have starved to death by now. 

Should it really take over a week from the day they sent my money to arrive? According to my bank it should only take 2-3 days from when they transfered the money. 

i’m verified and like the casino for the website and games, but waiting over 9 days for a withdrawal is really bad.

Dear CTSweden,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please confirm that your account has been successfully verified already? Do I understand correctly that the payment is still pending inside the account without being processed? Have you accumulated your winnings with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

hello, thank you so much for answering! Yes i am verified. I got an email on 20 of march letting me know that my KYC has been succesfull.

According to support they approved my withdrawal on 23 of march and trasfered my money to a courier that same day. So my money are not in my casino account anymore.

i won that money without any kind of bonus or wagering money.

i know that it can take some time for the casino to approv a withdrawal but once they have done that and transfered the money it shouldn’t have to take more than a couple of days.

So if they transfered the money on the 23 of march it means that it has been 11 days since they approved and transfered it to my bank account.

aint that a pretty bad time line? Other casinos that i use i get the money in 1 minute or at most 3 days from the day a withdrawal has been approved and transfered from the casinos side.

Thank you very much, CTSweden, for the update. Could you please advise if you received any tracking transaction number from the casino or any other proof that the funds have been processed already?

I can’t. I asked the support to provide me with a receipt of the transaction but they told me that they couldn’t provide that kind of document cause my withdrawal was successfull on their side and the money was already processed by the financial team at the casino.

I fully understand your frustration, CTSweden. However, I will set the timer for additional 4 days allowing to casino two full weeks to process the payment and if there’s no development by Thursday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Thank you, i’ll post an update here if anything happens before the two week mark!

thanks for such a fast reply to my post!

No problem. That's the least we can do. I'll check back with you on Thursday.

Dear CTSweden

According to our records, the withdrawal request was successfully processed at 03.04.2022 12:49:29 (UTC).

Would you please confirm?

Thank you!

Best regards

Thank you very much, IceCasino, for your assistance.

Dear CTSweden,

Please let me know when the funds arrive. Looking forward to hearing from you.

Hello!

yes i can confirm that i got an email telling me that my withdrawal was completed. Today i got the money in my bank account.

it’s all fine. I still think that it took way to long. But that is my opinion and is only based on the fact that all other casinos i play at pays out in maximum two days.

but now i have the winnings inside my bank account. Thank you both for helping me out.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, CTSweden, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela